Operations Manager – Desktop User Experience

Operations Manager – Desktop User Experience

Work is onsite in Colorado Springs, CO.

Must be eligible to obtain a DoD Secret clearance.

Position Overview:

This is an exciting opportunity to support Fortune 500 and 1000 customers, government and DoD customers, and to excel within a fantastic team. The Operations Manager is a critical role responsible for health, stability, and continuous operation of critical IT infrastructure and systems. This role oversees the day-to-day activities of the operations team, driving proactive operational maintenance, measured monitoring, and planned change management activities. The Ops Manager achieves service reliability by proactively monitoring for risks, adhering to an ITSM practices, measuring team efficiency, and fostering ongoing team development. The Operations Controller champions best practices, promotes automation, and drives continual service improvement initiatives to optimize IT performance and deliver maximum value to the business.

Responsibilities:

Centralized Control and Coordination:

• Serve as the primary point of contact for coordination of all maintenance, measurements, monitoring and change management activities

Operational Health and Stability:

• Ensure the continuous operation and stability of IT infrastructure
• Monitor system performance, proactively address risk and mitigation
• Maintain and improve operational documentation

Incident, Problem and Change Management:

• Lead and coordinate incident resolution efforts, ensuring timely and effective responses to service disruptions
• Drive problem management activities, including root cause analysis and remediation engineering with Architecture and Engineering team
• Manage the change control process, ensuring that changes are implemented in a controlled and compliant manner, minimizing risks to service availability
• Track and report on key metrics related to systemic issues and problems

Process and Procedures:

• Ensure team members adhere to established processes and procedures for all operational activities, validating reviews, approvals, and documentation
• Ensure adherence to Systems Engineering processes and principles for a large-scale Enterprise environment within DoD

Communication and Reporting:

• Maintain a daily activity log, Cyber Security Register, and provide regular updates and briefings to stakeholders, ensuring transparency and keeping everyone informed
• Maintain clear and consistent communication with stakeholders regarding the status of operational activities.

Overall Accountability:

• Accountable for IT Operational health ensuring IT Operations activities are performed in a controlled, coordinated, and compliant manner

Qualifications:

• IT Operational Management experience spanning across multiple enterprise environments, including DoD and commercial
• Experience in IT operations with a focus on Desktop User Experience
• Deep understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management
• Strong verbal and written communication skills; ability to interact with senior leadership
• Familiarity with enterprise monitoring tools (e.g., SolarWinds, Splunk, Netcool, HP OpenView, etc.)

Years of experience:

• 5 or more years of experience in IT operations management, network control center (NCC) or enterprise operations center (EOC) roles

Certification Requirements:

Required:

• CompTIA Security+

Preferred:

• ITIL Certification (e.g., ITIL 4 Foundation, ITIL 4 Managing Professional)
• Relevant technical certifications (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate)

Education Requirements:

• Desired – Bachelor’s degree in computer science, Information Technology, or equivalent combination of education and experience (4 additional years of relevant experience may substitute for a degree)

CB5 Solutions LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other protected characteristic.

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